2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
387 Ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 1 out of 100

Genesys Cloud CX (formerly Genesys Cloud)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
387 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

CallHippo

Simple route: There are plenty of other alternatives on this market that offer the same service. They are not even competitive in terms of pricing, please use them and save everyone the headache.There is not a single scenario you can be happy with this organization who thrive on undeserved payments.
Ahmet Şener | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX is the right tool to set up a medium contact center platform. Easy and intuitive to handle. Good if your centers using it have good internet comms (webRTC). Not well updated for legacy setups by using softphones or old channels like emails.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Call Management

CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
Answering rules
CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
Call recording
CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
Call park
CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)

Mobile apps

CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
Mobile app for Android
CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)

Contact Center Software

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Agent dashboard
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Validate callers
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Outbound response
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Call forwarding
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.6
Click-to-call (CTC)
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.9
Warm transfer
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Predictive dialing
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Interactive voice response
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.8
REST APIs
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Call scripts
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Call tracking
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.3
Multichannel integration
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.0
CRM software integration
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
7.6

Workforce Optimization (WFO)

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.0
Inbound call routing
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Omnichannel inbound routing
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.5
Recording
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.7
Quality management
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Call analytics
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.2
Historical reporting
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
7.6
Live reporting
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.1
Customer surveys
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
6.6
Customer interaction analytics
CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Pros

CallHippo

  • Affordable
  • Great Features
  • Quality Voice
  • Good customer support
David Rabada | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Extremely customizable setup with endless possibility of integrations and call flows.
  • Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
  • Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.
Anonymous | TrustRadius Reviewer

Cons

CallHippo

  • Hidden charges.
  • Not delivering the basic services promised.
  • No refunds if you are unhappy.
  • Very suspicious modes of operating.
Ahmet Şener | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
  • Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
  • Add possibility to change the list of "agent states" according to the division/group/queue.
  • Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
  • Very important for Israel market option.
  • Give permission to the Schedules/Schedule Groups according to the Division and Group..
  • When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").
Anonymous | TrustRadius Reviewer

Likelihood to Renew

CallHippo

CallHippo 1.0
Based on 1 answer
We don't have to renew for 18 months anyway since they charged our company credit card the annual fee however when the time comes we won't be renewing but you can never be sure since they will charge it anyway without our consent.
Ahmet Şener | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.3
Based on 17 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.5
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

CallHippo

CallHippo 1.0
Based on 1 answer
Their support is built around trying to prove why the customer (who is not getting the service promised at the price promised) is wrong. For that they pass with flying colors. For actually supporting the user though they are horrible. They come up with creative scenarios to overcharge the credit card while not giving a service.
Ahmet Şener | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 7.1
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 9.0
Based on 2 answers
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Nikos Papakonstantinou | TrustRadius Reviewer

Online Training

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.2
Based on 4 answers
At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.
Nikos Papakonstantinou | TrustRadius Reviewer

Implementation Rating

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.1
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

CallHippo

In truth - we did not look into other alternatives as we were lazy. We thought we'd give it a try for a month for a small fee. Little did we know they would set us up to lose 18x the monthly amount.
Ahmet Şener | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

CallHippo

No score
No answers yet
No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud)

Genesys Cloud CX (formerly Genesys Cloud) 8.8
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

CallHippo

  • Nice product for business communication
David Rabada | TrustRadius Reviewer

Genesys Cloud CX (formerly Genesys Cloud)

  • Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
  • Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
  • Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.
Jawad Hammash | TrustRadius Reviewer

Screenshots

Pricing Details

CallHippo

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
5$

CallHippo Editions & Modules

Additional Pricing Details

Genesys Cloud CX (formerly Genesys Cloud)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.001
Genesys Cloud CX 3$140.001
Genesys ChoiceContact sales team2
  1. Per User Per Month
  2. Contact sales team
Additional Pricing Details
Pricing plans can also be billed hourly.

Rating Summary

Likelihood to Recommend

CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
8.0

Likelihood to Renew

CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
8.3

Usability

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Reliability and Availability

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.7

Performance

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
7.5

Support Rating

CallHippo
1.0
Genesys Cloud CX (formerly Genesys Cloud)
7.1

In-Person Training

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
9.0

Online Training

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.2

Implementation Rating

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.1

Scalability

CallHippo
Genesys Cloud CX (formerly Genesys Cloud)
8.8

Add comparison